Good Morning [redacted] , I’m not sure where to begin but I have been thinking about this situation non-stop for the last few weeks and I am just as frustrated as you are My frustration comes from the fact you have done all this research to prove we are incompetent and you refuse to listen to our side of the story I find it incredibly outlandish that you have done all this research, provided me a TSB pertaining to the repair, talked to other [redacted] , other dealerships, but never once contacted us during or after the repair with questions You waited weeks to complain? How do I defend myself? Where are all the old parts now? We were taken by surprise by the complaint, since you appeared ok all the times you were in Well, I went over to [redacted] and tried to get the core (head) back from them, but it was so many weeks ago that the head made it back to [redacted] and was gone off their system Feel free to call [redacted] at [redacted] to verify We sought expert advice from a local machinist [redacted] at Competition Engine Services Please feel free to call him at [redacted] since he actually had some input into our decision unlike the conjecture from your sources He actually saw the head and you cannot simply “Helicoil” that head He is well respected in the area, ask around You have gathered a lot of information about the repair, but it simply does not apply to yoursituationPeriod The point of our meeting was to explain that your broken spark plug did not resemble Mode 1, Mode or Mode per the TSB The actual metal base of the plug was broken off in the head across the threads We kept you posted during the repair, even taking a few days to find other solutions and offered for you to stop by and take a look at what we found Your response was, no I trust you guys! So my comment about getting wrapped up in online blogs doesn’t seem so out of context with the timeline since you took weeks after the repair to post the negative review and contact the Revdex.com You imply that you authorized the work because it was your daily driver, but failed to mention you had our free loaner car for as long as needed Your complaint to the Revdex.com is not even all your words You copied a post from your [redacted] enthusiast club and posted the information Can you understand my frustration? You are posting information that is inaccurate In close, we have all the tools, the TSB’s and a [redacted] Master technician that knows how to remove broken spark plugs correctlyWe do it all the time Three this past Friday alone Again, please just give me minutes to explain what happened Your particular situation was rare, none of our local sources had ever encountered it I’m not sure what else to say other than I stand behind our repair and the decision to replace the head with a [redacted] head We perform this repair all the time with 100% success, but like any repair on any make or model complications do arise Whether you are a heart surgeon or a roofer sometimes you find things you are not prepared for but you rely on training and your resources to get the best outcome for everyone As far as the dealer stating they would have taken responsibility for the plug and head is a totally different debate We deal with the dealers all the time on customers behalf or take on repairs that dealers refuse to do just miles out of warranty So, that is just another subject all together We saw 5,cars last year alone I have lots of stories Please reconsider meeting as we both live here in Hanover and we will surely cross paths, so I prefer to put this behind us whether we agree or agree to disagree Best Regards, [redacted]
Good Morning [redacted] , I’m not sure where to begin but I have been thinking about this situation non-stop for the last few weeks and I am just as frustrated as you are My frustration comes from the fact you have done all this research to prove we are incompetent and you refuse to listen to our side of the story I find it incredibly outlandish that you have done all this research, provided me a TSB pertaining to the repair, talked to other [redacted] , other dealerships, but never once contacted us during or after the repair with questions You waited weeks to complain? How do I defend myself? Where are all the old parts now? We were taken by surprise by the complaint, since you appeared ok all the times you were in Well, I went over to [redacted] and tried to get the core (head) back from them, but it was so many weeks ago that the head made it back to [redacted] and was gone off their system Feel free to call [redacted] at [redacted] to verify We sought expert advice from a local machinist [redacted] at Competition Engine Services Please feel free to call him at [redacted] since he actually had some input into our decision unlike the conjecture from your sources He actually saw the head and you cannot simply “Helicoil” that head He is well respected in the area, ask around You have gathered a lot of information about the repair, but it simply does not apply to yoursituationPeriod The point of our meeting was to explain that your broken spark plug did not resemble Mode 1, Mode or Mode per the TSB The actual metal base of the plug was broken off in the head across the threads We kept you posted during the repair, even taking a few days to find other solutions and offered for you to stop by and take a look at what we found Your response was, no I trust you guys! So my comment about getting wrapped up in online blogs doesn’t seem so out of context with the timeline since you took weeks after the repair to post the negative review and contact the Revdex.com You imply that you authorized the work because it was your daily driver, but failed to mention you had our free loaner car for as long as needed Your complaint to the Revdex.com is not even all your words You copied a post from your [redacted] enthusiast club and posted the information Can you understand my frustration? You are posting information that is inaccurate In close, we have all the tools, the TSB’s and a [redacted] Master technician that knows how to remove broken spark plugs correctlyWe do it all the time Three this past Friday alone Again, please just give me minutes to explain what happened Your particular situation was rare, none of our local sources had ever encountered it I’m not sure what else to say other than I stand behind our repair and the decision to replace the head with a [redacted] head We perform this repair all the time with 100% success, but like any repair on any make or model complications do arise Whether you are a heart surgeon or a roofer sometimes you find things you are not prepared for but you rely on training and your resources to get the best outcome for everyone As far as the dealer stating they would have taken responsibility for the plug and head is a totally different debate We deal with the dealers all the time on customers behalf or take on repairs that dealers refuse to do just miles out of warranty So, that is just another subject all together We saw 5,cars last year alone I have lots of stories Please reconsider meeting as we both live here in Hanover and we will surely cross paths, so I prefer to put this behind us whether we agree or agree to disagree Best Regards, [redacted]